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- Tasks: Answer client calls and queries with professionalism and care.
- Company: Join Barnett Waddingham, a leading Pensions Administration firm in Birmingham.
- Benefits: Enjoy hybrid working, competitive bonuses, and extensive employee perks.
- Why this job: Be part of a supportive team while making a real impact on customer service.
- Qualifications: GCSE Maths & English Grade 5/C or equivalent; customer service experience required.
- Other info: We are a Disability Confident Employer, promoting inclusivity.
The predicted salary is between 28800 - 43200 £ per year.
If you pass the initial screening, you’ll be invited to complete a series of assessments including a skills test, a workplace behaviour assessment to see how well the role suits your working style, and a one-way video interview with scenario-based questions. This helps us get a fuller picture of how you’ll thrive in the role beyond what’s on your CV.
We are currently recruiting five Helpline Operators to join the Pensions Administration business area. This is a hybrid role and is based in our Birmingham office.
The Helpline Operator\’s main responsibility will be to answer and deal with calls from clients, scheme members, their representatives and other organisations in a professional and friendly manner. You will work as part of a team, to ensure the speedy response rate to all calls and queries received, upholding a high standard of customer care at all times.
You will ideally have previous Customer Services and Call Handling experience, as well as being a pro-active \”go-getter\”.
A snapshot of your day:
- Answer a high volume of calls promptly and maintain a rapid response rate to agreed standards, remaining calm and providing a professional response at all times.
- Answer email/online enquiries in an efficient, timely manner to achieve service levels
- Prepare and submit telephone notes of a high standard
- Implement and apply business continuity procedures during the failure of the call system and communicate with colleagues
- Report any faults in the internal call system and any systems connected to the telephone software
- Printing, filing, photocopying and scanning
- Archiving files and retrieving archived files
Qualifications/Experience
- Minimum GCSE Maths & English Grade 5/C or equivalent
- Previous Customer Service experience (essential)
- Previous Call Handling experience (preferred)
- A Financial Service background (advantageous)
- Experience of working within an office in a team environment
- Excellent verbal and written communication skills
- Good problem-solving skills, empathy and attention to details
- An understanding of Microsoft Office programmes, in particular Excel, Word and Outlook
What\’s in it for you:
- Competitive, discretionary annual bonus
- Core benefits paid for BW including life assurance, group income protection, private medical cover and 25 days holiday per year with holiday trading
- A generous pension scheme where we contribute 8% of your salary from day one of your employment
- Employee Assistance Programme to support you and your family through any concerns or challenges you may experience
- A comprehensive range of voluntary benefits to suit your life stage and lifestyle including a tech scheme, cycle to work scheme, dental cover, healthcare cash plan, health assessments, critical illness cover, extension of private medical cover or life assurance to family members, gym membership, travel insurance and a broad range of discounts at hundreds of retailers including supermarkets, fitness centres, travel and leisure companies.
Accessibility
We are a Disability Confident Employer. If you require reasonable adjustments or want more information on accessibility, please click here
Not quite the right opportunity for you this time?
For more about us and other Careers at BW, please click here
Follow Barnett Waddingham on LinkedIn
We kindly ask recruitment agencies to not send speculative CVs. Should we need assistance, we will reach out. All enquiries should be directed to careers@barnett-waddingham.co.uk.
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Helpline Operator employer: Barnett Waddingham
Contact Detail:
Barnett Waddingham Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Helpline Operator
✨Tip Number 1
Familiarise yourself with the Pensions Administration sector. Understanding the basics of pensions and customer service in this field will help you stand out during interviews and demonstrate your genuine interest in the role.
✨Tip Number 2
Practice your call handling skills. Since the role involves answering a high volume of calls, consider role-playing scenarios with friends or family to improve your ability to respond calmly and professionally under pressure.
✨Tip Number 3
Showcase your teamwork abilities. Highlight any previous experiences where you successfully collaborated with others, as this role requires strong team working relationships to ensure effective communication and service delivery.
✨Tip Number 4
Be prepared to discuss your problem-solving skills. Think of examples from your past experiences where you effectively resolved customer issues, as this will demonstrate your capability to handle queries efficiently and empathetically.
We think you need these skills to ace Helpline Operator
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Helpline Operator at Barnett Waddingham. Familiarise yourself with the skills and experience required, such as customer service and call handling.
Tailor Your CV: Customise your CV to highlight relevant experience in customer service and any previous call handling roles. Emphasise your communication skills and ability to work in a team, as these are crucial for this position.
Craft a Strong Cover Letter: Write a compelling cover letter that showcases your enthusiasm for the role and how your background aligns with the job requirements. Mention specific examples of your problem-solving skills and attention to detail.
Proofread Your Application: Before submitting your application, carefully proofread all documents for spelling and grammatical errors. A polished application reflects your professionalism and attention to detail, which is essential for a Helpline Operator.
How to prepare for a job interview at Barnett Waddingham
✨Showcase Your Customer Service Skills
Since the role of a Helpline Operator revolves around customer interaction, be prepared to discuss your previous customer service experiences. Highlight specific situations where you successfully resolved issues or provided exceptional service.
✨Demonstrate Call Handling Experience
If you have prior call handling experience, make sure to mention it during the interview. Discuss how you managed high call volumes and maintained professionalism under pressure, as this will resonate well with the interviewers.
✨Familiarise Yourself with Microsoft Office
As the job requires proficiency in Microsoft Office, particularly Excel, Word, and Outlook, brush up on these applications. Be ready to discuss how you've used them in past roles, especially for tasks like preparing reports or managing communications.
✨Emphasise Teamwork and Communication
The ability to work effectively within a team is crucial for this position. Share examples of how you've collaborated with colleagues in the past and how you communicate clearly and empathetically with clients and team members alike.
